EXCHANGES POLICY

WHAT’S OUR EXCHANGE/RETURN POLICY?

At NOOKDECOR, every product is a made-to-order piece, thoughtfully crafted with care, just for you. That’s why we ask you to think carefully before making your purchase. Unfortunately, we cannot accept returns or exchanges for the following reasons:

  • Change of mind regarding product styles, colors, types, or sizes.
  • Wrong purchase decisions (e.g., preference for a different product or size).
  • Incorrect shipping address provided by the customer.

If an incorrect address causes your order to fail delivery, the replacement cost and shipping fees will be the customer’s responsibility.

However, if your item arrives damaged, defective, or if you receive the wrong product, we’ve got you covered! Contact us within 14 days of delivery using this form and include clear photos that meet our requirements:

  1. Close-up photo of the shipping label.
  2. Photo of the product packaging.
  3. Detailed photo of the damaged part of the product.
  4. Full product image for issues like incorrect size, wrong product, or quality concerns.

For damaged or incorrect items, we’ll handle the re-shipping costs—no worries about it!

HOW DO I EXCHANGE AN ITEM OR REQUEST A RETURN?

EXCHANGES:

You have 14 days from the shipping date to register an exchange request through this form. Be sure to have your order number and email ready.

Once we receive your request, our team will inspect the attached photos or videos. If approved, we’ll guide you through the next steps for a replacement or refund to your original payment method. Please allow a few business days for the review process.

    Important Notes: 
  • Exchanges due to wrong buying decisions, including size, color, or product preference, are not eligible.
  • NOOKDECOR does not cover shipping fees for exchanges unrelated to damage or defects.
  • Returns are not accepted if an exchange has already been made.

RETURNS:

Eligible returns must be registered within 14 days of shipping using the process outlined above. For damaged or incorrect items, we’ll cover return shipping and replacement costs. 

    Free Returns (With a Few Caveats)
  • We believe in good vibes, not gotchas. For standard orders within Hong Kong, we'll cover the return postage for eligible issues. No stress.
  • Just know the fine print: this policy does not apply to sale items or international orders. For international returns, you'll be responsible for the shipping back to our Hong Kong hub. Once we receive the returned item in good condition, we will process a refund for your original order.

A NOTE FOR OUR EU FRIENDS:

Due to their personalized nature, our rugs are made-to-order specifically for each customer. Under EU Directive 2011/83/EU (specifically Article 16(c)), the statutory right of withdrawal does not apply to goods that are clearly personalized or made-to-order. Therefore, your right of withdrawal is excluded once you place your order for a NOOKDECOR rug.

We encourage you to review all product details and images carefully before purchasing to ensure it's the perfect piece for your space.

DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged, defective, or you receive the wrong product, don’t worry—we’ll make it right. Your satisfaction is our top priority!

Contact us within 14 days of delivery using this form with the following photos:

  • A close-up photo of the shipping label.
  • An image of the product packaging.
  • Clear photos showing the damaged part of the product.
  • Full product images for incorrect size, wrong product, or quality issues.

If approved, we’ll send you a replacement or issue a full refund. We’ll also handle the re-shipping costs for wrong or damaged items—no extra burden on you. 

ARE NOOKDECOR PRODUCTS PROTECTED AGAINST MANUFACTURING FLAWS?

Absolutely! At NOOKDECOR, we stand behind the quality of our products. Every item comes with a guarantee against manufacturing defects. If something doesn’t meet our standards—or yours—simply reach out, and we’ll make it right.